Complaints

• Initial Complaint

  07/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We own a small company. ************************ We initially sent our workers comp audit information to ********** from ****** the auditors for next insurance, She did not respond. We were sent a notice that the information was not complete, no problem. and that all information had to be in by june 4th. We compiled all information required, registered mail 5/25/2022/ delivery by latest 5/31 to ******. ****** did not open our information, closed our audit. Did not communicate w/ next. After many many calls to next & ******. I finally found an ****** auditor called her, she could not find our file, said it was not input into system, she finally found our information went over the audit information via phone, called her again same week, said might be completed by the weekend. Bottom line next insurance pulled $$ from many small business that were compliant, and the fact is next & ****** were not prepared for the audit volumes so they blamed the customer and pulled their $$. Our case was re opened 2 weeks prior to next letter attached and clearly our registered mail receipt shows our info was in before the deadline. In the mean time next pulled $ 4266.00 from our account when in fact they should not of as we beat their deadlines. Now next is sitting on our $$ that is needed to function

  

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/08/02) */ Hi *****, Thank you for taking the time to leave us a review. Your comment concerns us as we are dedicated to fulfilling our promise on phenomenal service. This issue is a priority for us and our team is working diligently to have this matter resolved quickly. Upon further review of your account, we are pleased to inform you that ***** has expedited your report. Once NEXT has received the report from *****, we will be reaching out immediately to provide an update on your audit. We understand your frustration and we sincerely apologize for the confusion. For any additional concerns or questions, please do not hesitate to call us at*************** or email us at *************************! Our hours of operation are Monday-Friday, 8 AM-5PM CST. We're more than happy to help! Sincerely, The NEXT Team Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) next has not responded they said 4 to 5 days they have done nothing to date Consumer Response /* (2000, 9, 2022/08/06) */ the case has now been resolved in a timely manner by next insurance we are just waiting for our payment back to our account

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 25,2021 my business was burglarized. My insurance is Next Insurance. They are treating me as if I burglarized myself. Even though there is no motive they are asking for an examination under oath. this is fine because I have nothing to hide. I provided their attorney with more than enough documentation to prove I was not hurting for money as they thought. Now they are fishing in attempt to find something to deny me. They are even going as far as asking for the same financial information in a different way. Their attorney will not talk to me when I call the office and will only communicate with me by email. Other than once Next Insurance will not discuss the facts of the case with me. The only investigation they did was on me in attempt to prove their theory that i manufactured the burglary for personal gain. I feel as though now that they ran into a dead end on that theory they are fishing to find something and asking for rhetorical documentation with an unreasonable dead line in hopes that I would give up or make a mistake that they could use against me. It is a fact that the only real investigation is in their own interest. They are taking advantage of the fact that my accountant on record, James Brown died last October, and my financial organization is a mess; however, I was still able to give them enough information to destroy their theory about the claim. To sum this up it is my thought that Next Insurance is fishing for any excuse to deny this claim. My have been running at about 25% since the burglary and they know that they may be responsible for my loss of income since December 25, 2021. Although I feel the financial information, they are asking for is excessive, considering the death of my accountant I gave them EVERYTING I could. More important is the fact that what I did give them far exceeded the information needed to conclude that I was not in so much debt that I had to turn to crime. Yet they asked for rhetorical financials and even more.

  

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/25) */ Hi *****, Thank you for taking the time to leave us a review. Your comment concerns us and we looked into the issue further for you. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. It appears you have yet to provide the required information that has been requested by our legal counsel, which is needed prior to providing a statement under oath. Upon further review, it appears there was a conflict with the original SIU investigator that was assigned to your case. For further questions regarding your claim, please reach out to your claim's advocate at****************************** If you have any other questions, please feel free to reach out to us at ************************** We're happy to help! Sincerely, The NEXT Team

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After paying premiums for almost a year for *******, I was told yesterday that Next doesn't insure nonprofits. They refused to return the premiums they collected under false pretenses. As a small nonprofit (we have no employees, we're all volunteers) dedicated to supporting the health of our community, we can't afford to pay for a scam like this. I don't know if there's anything you can do about this, since we're a nonprofit, but I hope you can at least let someone in authority at Next Insurance know how we've been treated.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/14) */ Hi *******, Thank you for taking the time to leave us a review. Your comment concerns us and we sincerely apologize for the inconvenience that you have experienced. We looked into your account and found at the time of your application, it was not indicated that the business was a non-profit or that the business provided services other than what our policy is intended to cover. We cannot refund any premium as your business was fully insured for the duration of the policy being active. However, we are pleased to inform you that you have successfully canceled your policy from any further charges and will be receiving a refund of any unused time. If you have any questions, please feel free to reach out to us at ****************************************** We're happy to help! Sincerely, The NEXT Team

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/28 - $******** 6/26 - Non Renewal Generated Monthly Payments in the amount of $151 Workman's Comp Insurance for**********************, Residential Contractor/NOT GENERAL CONTRACTOR. Dispute the charge of $******* charged on 6/28 Business refused to resolve, said the charge is valid., no notification sent that this charge would occur to even give me a opportunity to dispute. When I last logged in the system showed the next charge would be in the amount of $185 not $****. In December 2021/January 2022 - My business was audited; they changed our business type from Residential Contractor to General Contractor which was incorrect. They updated the system for a clerical employee that worked for us remote in her home for 6 weeks and was fired. In January I received a notification that our policy would increase and I verbally disputed this during numerous phone calls to NEXT as well as the Auditor. I never received a response and the $******* that I was told was never charged. Fast forward to 6/20 when NEXT attempted to charge my card with ***** and it was declined, I called NEXT to inquire about the charge and could not get an explanation. Then on 6/28 the charge came through my account yet again. On 6/26 a non renewal was sent to me. I called NEXT about the charge, said I wanted it refunded, they stated it was regarding my Audit from January. #1 - I disputed this verbally, #2 the email said that the charge would be completed within 30 days if I did not dispute. #3, My card gets charged randomly 6 months later with no warning or letter and then my policy is cancelled. I am filing a claim with my bank, I would like assistance in being refunded my $****. During the audit my business was not correctly represented, we were titled incorrectly and a charge of $**** for workman's comp for a business that only made *** last year is INSANE. This company is a FRAUD!

  

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/07/08) */ Hi *******, Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this issue further for you. We were able to find that the charge being mentioned is the result of an Audit conducted back in December that our team attempted to contact you to discuss the results. Unfortunately, we were not able to connect with you and no formal dispute was conducted during the 30-day window resulting in a charge to the card on file. We looked into the delayed transaction and found that the previous attempts for your audit payment failed to process. Therefore when the card associated with your account was updated on 06/20/2022, the original payment for your audit was automatically processed and successful. If you have any other questions, please feel free to reach out to us at ************************* or call us at***************. Our hours of operation are Monday-Friday, 8 AM- 7PM CST. We're happy to help! Sincerely, The NEXT Team Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never recieved any calls from NEXT even after speaking with your firm. Nobody reached out to me regarding my dispute. I received an email telling me my payment couldn't process which prompted me updating the card. Why didn't I receive a notification about the $**** not processing? Why didn't that amount show passed due? My login info showed all that was due was $185 and some change. Then all of a sudden I receive a notice of cancelation. Again no notification via email, mail or your website the charge just randomly comes out. Dispute resolution not accepted. Business Response /* (4000, 9, 2022/07/12) */ Hi *******, Thank you for your response. We were able to find that the charge being mentioned is the result of an Audit conducted back in December that our team attempted to contact you to discuss the results. Unfortunately, we were not able to connect with you and we did not hear back from you until after the payment was taken, as no formal dispute was conducted during the 30-day window resulting in a charge to the card on file. We looked into the delayed transaction and found that the previous attempts for your audit payment failed to process. Therefore when the card associated with your account was updated on 06/20/2022, the original payment for your audit was automatically processed and successful. All notifications were communicated via the email associated with your account. Your policy is set to be canceled as we no longer offer Worker's Compensation for your type of. business in the state of *******. We apologize for the inconvenience this may have caused and we hope to expand our coverages again in the future. If you have any other questions, please feel free to reach out to us at ************************* or call us at***************. Our hours of operation are Monday-Friday, 8 AM- 7PM CST. We're happy to help! Consumer Response /* (4200, 11, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with an agent back in December disagreeing with the findings. My husband's position was listed incorrectly as a general contractor which I stated was wrong, we were also charged for a3rd employee that worked remote clerical whom I've been advised does not need to be covered. I called and complained about this in December, I also told the auditor. She said she would reopen the case, I never received any other follow up other then the 1 email, I repeat 1 EMAIL stating the amount of $****. Which was recieved before my numerous calls. I did not recieve a statement or invoice to reflect the amount, your website did not reflect the charge of $**** being passed due. WHY? NO LETTERS SENT, NO INVOICE, NO STATEMENT, WEBSITE DIDNT EVEN REFLECT IT. Just a random email that says it will be charged in 30 days back in December. It's convenient you have no record of any of my calls. I want my $**** refunded back to my account. I will never do business with your firm again. FRAUDSTERS!!!! Business Response /* (4000, 13, 2022/07/13) */ Hi *******, Thank you for your response. Please give us a call at*************** and we'd be more than happy to discuss these details in-depth with you. If you have any other questions, please feel free to reach out to us at**************************. Our hours of operation are Monday-Friday, 8 AM- 7PM CST. We're happy to help! Sincerely, The NEXT Team

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received installation of a bathtub from Rhohan and Company Home Improvement Inc., a contractor of Home Depot. Mr. ************* came to my home on 03/05/22 (Saturday morning). ********** called me into the bathroom shortly after he began to remove the tub. He had broken a few ceramic tiles, and said that he would not be able to remove the tile without breaking tiles. He said that he did not think about if tiles would be broken before he started the job. He said that he could put backer board in the place of ceramic tile until he returns to complete the entire bathroom. We had discussed replacing old tile with new tile. The agreed price to remove and install tube was 793.53. I was having problems with my new hot water heater. I noticed that ten minutes of showering the water would start to lose heat. I notified hot water heater company and they began to investigate the issue. They did not find a problem with the hot water heater. I thought it might be the work from *********. I texted ********** on April 3, 2022. I did not receive a response after texting him regarding my issue. I called and left a message on the same day. I texted again on 04/04/22. I contacted Home Depot a few days later and explained to representative that I have not heard from **********. I completed a claim with **********'s insurance (Next Insurance). I called Roto Rooter plumbing to get diagnosis of the issue of water temperature. The problem was the hot heater. I forwarded Next Insurance the diagnosis. Next insurance denied my claim because I was aware that the wall tile would be damaged before work started. Next claim representative said that she had voice recordings from me, stating that I knew that damage would occur. Claims representative also said that she had a text message stating that I had prior information regarding I knew about potential damage to my tile. No proof was ever provided to back up allegations. I have repeatedly asked for proof.

  

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/05/11) */ Hi ********, Thank you for taking the time to leave us a review. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. We looked further into your concern and found that the claim was denied for not being accidental damage as you were aware and notified of the damage that could occur from the bathtub installation you hired our policyholder for. If you have any questions regarding your claim, please reach out to your claim's advocate. If you have any other questions, please feel free to reach out to us at ************************** We're happy to help! Sincerely, The NEXT Team Consumer Response /* (3000, 7, 2022/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Next Insurance did not provide proof of their claim. I asked several times for proof, but to no avail. I did not have knowledge of expected damage to wall tile. Business Response /* (4000, 9, 2022/05/16) */ Hi ********, Thank you for your response. Please reach out to your claim's advocate for further assistance regarding your claim. If you have any other questions, please feel free to reach out to us at ************************** We're happy to help! Sincerely, The NEXT Team

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted to get a quote from Next Insurance and they refused to provide me with a quote because I the business I operate is in a small town without US Postal Service. I have a PO Box to receive mail, just like the majority of other businesses all over the country do regardless of whether they are eligible for US Postal Service or not. My business' physical address is legally and officially registered and recognized by the State of Texas, so there is no reason to discriminate against me in this way.

  

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/05/11) */ Hi ******, Thank you for taking the time to leave us a review. We appreciate you checking us out for your business needs. Unfortunately, at this time, our system is not equipped to issue a quote or policy without a physical address for your business that is able to receive USPS mail. We apologize for the inconvenience! We hear the need to expand our pool of prospects to those with PO Boxes or other mailing solutions, and we're currently working on a solution so we can make our policies more available in rural areas soon. We're happy to add you to our list to reach out to when we can override the validation so that you'll be informed as soon as we have a fix for this! If you have any questions, please feel free to reach out to us at support@nextinsurance.com or **********. We're happy to help! Sincerely, The NEXT Team Consumer Response /* (3000, 7, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Restatement of the problem with no explanation of the prejudice or any offer for satisfaction is not a solution. Advisory to readers - call a legitimate, established insurance company for your needs, not one that cannot handle something as simple as PO Box. One additional point of hypocrisy I'd like to point out: Next Insurance uses a PO box as their mailing address as well. PO Box ***** in Palo Alto. Business Response /* (4000, 9, 2022/05/13) */ Hi ******, Thank you for taking the time to leave us a review. We appreciate you checking us out for your business needs. Unfortunately, at this time, our system is not equipped to issue a quote or policy without a physical address for your business that is able to receive USPS mail. We apologize for the inconvenience! We hear the need to expand our pool of prospects to those with PO Boxes or other mailing solutions, and we're currently working on a solution so we can make our policies more available in rural areas soon. We're happy to add you to our list to reach out to when we can override the validation so that you'll be informed as soon as we have a fix for this! If you have any questions, please feel free to reach out to us at support@nextinsurance.com or **********. We're happy to help! Sincerely, The NEXT Team

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased Errors & Ommissions insurance from this business and in turn, someone stole my information and tried to use my credit card to purchase a Lyft ride in Palo Alto California for $155.

  

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/19) */ Hi ******, Thank you for taking the time to leave us a review. It looks like you were able to get this resolved with one of our supervisors over the phone. We also have documented this on our end and will notify you immediately if any updates are given. If you have any other questions, please feel free to reach out to us at support@nextinsurance.com. We're happy to help! Sincerely, The NEXT Team Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This absolutely was not resolved and Ihave no idea how you came to the conclusion that this was resolved over the phone. I want every stitch of my information removed from this company's files and databases because someone in their department used my credit card to try to book a lyft ride for $155!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Business Response /* (4000, 9, 2022/04/28) */ Hi ******, Thank you for taking the time to follow up with NEXT! If you are wanting to cancel your policy, we have emailed you instructions on how to do so. We also have documented this on our end and will notify you immediately if any updates are given. If you have any other questions, please feel free to reach out to us at support@nextinsurance.com. We're happy to help! Sincerely, The NEXT Team Consumer Response /* (4200, 11, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have asked the company to remove my information from their system and they have not responded to this issue. I have already cancelled the policy and canceled my credit card that someone in their business tried to use for personal rideshares. The company is very rude when I call them on the phone. It seems like a 2 person operation.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My original claims adjuster was unresponsive and gave inaccurate information. After several weeks of trying to get ***** to return my calls or emails, I had to threaten to file a complaint. She finally called. At that time I was told that the roof is not covered even if it was from the storm, I later learned that my roof was covered if it was due to storms. I provided an inspection report, to show my roof did not have any issues. I was told she would look into it and she never got back to me about the roof or the other estimates for the supplemental damage. I sent two estimates for the roof. I did not hear from ***** in over a month. Then I was assigned to ***** 2-5-22. I outlined in detail what happened with ***** and I was told she would handle it. After a month I was assigned to ***** (3rd claims adjuster) ***** advised that my roof was a separate claim. I filed the NEW claim with ***********. During this process, I was told that ***** was assigned both of my claims. *****, offered a settlement of $********, which would include the two estimates given, and I would not sue for loss of income, so we could close this case. I got a letter confirming the settlement amount. *********** then advised I had to fill out a waiver, I then asked *********** was the settlement for the additional damage that I submitted and I was told yes. I got the waiver, it also stated a settlement of $********. Once I signed the contract, ***** issued the payment but the payment was only for appro. $******. When I asked, he stated he deducted my previous payments. I advised I would never agree to that which would include my lost wages. He then asked me to send the lost wages. I filled a complaint with management as I was tricked and lied to sign that contract. I was told that I would not be able to even get my lost wages because they closed my case. The manager overseeing the complaint is ***** the first claims adjuster and the complaint included her, which is a conflict.

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/29) */ Hi *****, Thank you for taking the time to leave us a review. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. It appears your attorney is already in contact with our claims team and is being reviewed for further information. If you have any questions regarding your claim, please reach out to your claim's advocate or attorney. If you have any other questions, please feel free to reach out to us at *************************. We're happy to help! Sincerely, The NEXT Team

• Initial Complaint

  03/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When we brought a new work vehicle for my business my partner added it to next the day we registered it in October they never sent the dmv proof of coverage resulting in my license being suspended I've called several times to get this fixed it is now March they finally sent proof of insurance but it's for 4 days after we registered the vehicle and showing a current lapse in coverage which isn't correct we are current and still have active insurance with them I just want someone to help a customer a fix my issue that's been happening since last year

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/25) */ Hi ******, Thank you for taking the time to leave us a review. It looks like you were able to discuss this with one of our agents already. Unfortunately, we cannot disclose further information without the actual policy holder's consent. If you have any other questions, please feel free to reach out to us at 1-************ or email us at *************************. We're more than happy to help! Sincerely, The NEXT Team

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Feb. 5th 2022 we hired *********** ******* with*************** to do some work on our land. We have two lots in************. Our main lot that our mobile home is going on is the middle lot (lot number2). On the left side is out extra lot that we were going to sell (lot number 1), and on the right side is our neighbors. We hired ***** to clear part of the trees on the first lot on the property line so that we did not have any trees fall on our house, and he was supposed to clear all of the first lot. Then we wanted him to draw out a plot for our house to go on in the first lot, along with the septic and driveway and burn the brush. In total everything was going to cost ****** and we paid him ***** up front. Monday Feb. 14th 2022 our state septic inspector came to look at some ground, and that is when the damage was seen. ***** had dug a 12 ft wall in the ground like for a basement house, and back field dirt on our property about 4ft high. He also had cut that wall across the property into that first lot that was supposed to be sold when we moved in. ***** came back in the middle of the night and got his equipment and would not return any of our phone calls to come back to the property. He left trees that were not cleared and roots in the ground, and left the burn pile. He also messed the dirt up where we now have to combine both of those lots in order for our house to pass ************ We now have lost the lot we were going to sale. Insurance is telling us that they will not cover, because on the contract it says to clear trees on the second lot, but he was only supposed to clear on the property line so the trees would not fall on the house. It states in the contract on what address he should be working on. The extra lot has a different address than the lot the house was going to be going on. Insurance covered our neighbors but will not cover our loss on the 1st lot we were going to sell

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/17) */ Hi *******, Thank you for taking the time to leave us a review. It looks like your claims advocate reached out to you. Please communicate with them any questions you have regarding your claim and policy coverage. If you have any more questions, please feel free to reach out to us at ************************** We're happy to help. Sincerely, The NEXT Team Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding. I did reach out to ******* and asked for an appeal along with speaking to someone else higher above her. She responded with the email that I have attatched. She has also ignored my email back along with phone calls. I have reached out multiple times to customer service for a manager to call me, and everytime they say they will call back and still have not received any calls from them. Very very frustrating when you call ahead to make sure the workers stuff is insured and covers property damange. We have a video of this as well. When the damage happened everyone has fought with is and it has ended up costing is ****** to just het everything fixed so we can have our home. At this point and time I would not recommend Next insurance to anyone!! Business Response /* (4000, 9, 2022/03/29) */ Receive Business Response Hi *******, Thank you for your response. Your claims advocate reached out to you and upon further review, this type of claim is not covered under our insureds policy. Please communicate with your advocate for any further questions you have regarding your claim and the policy coverage. If you have any more questions, please feel free to reach out to us at ************************** We're happy to help. Sincerely, The NEXT Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩